The Technical Assistance Specialist provides desktop and technical support to
customers statewide, including users within the State of Tennessee and grant
partner agencies. This position requires the ability to quickly learn and
support multiple software products and custom applications, diagnose and triage
issues, and resolve technical problems efficiently and accurately. The role
calls for strong customer service skills, clear and patient communication, and a
consistent focus on professionalism.
Work must align with State, Partner, and University policies, as well as best
practices for technology, information security, privacy, and confidentiality.
Specialists must be able to work remotely if required, work independently, and
collaborate effectively with others. Additional duties may be assigned as
needed.
This is a grant-funded position and is contingent upon the continued funding of
the grant.
RESPONSIBILITIES
Answer a toll-free support line and provide a consistently professional,
customer-friendly phone experience
Use cloud-based phone/queue tools to manage calls, transfer callers, monitor
queues, and handle message management
Provide direct customer support across multiple channels, including phone,
text, chat, email, and web-based requests
Learn, navigate, and support multiple software products, including custom
applications used by the State of Tennessee and partner agencies
Diagnose issues, triage requests, and troubleshoot customer needs through to
resolution
Ensure guidance and problem resolution aligns with State, Partner, and
University policies
Collaborate with partner agency help desks as needed to coordinate support
and resolve escalations
Follow best practices related to technology, information security, privacy,
and confidentiality in all support interactions
Document help desk requests and responses clearly and accurately
Partner with the development team to test custom products and provide clear
feedback to improve usability and performance
Coordinate with partner product teams to test systems and share feedback that
supports successful implementation and user adoption
Work with the internal training team to test and review training materials
for custom and technology products, offering improvement recommendations
Partner with grant agencies to test and provide feedback on training
materials related to custom products and technology tools
Review, test, and recommend improvements for training websites and help
desk/support websites
Perform other duties as assigned to support program and customer service
needs
QUALIFICATIONS
Required Qualifications
Must have valid driver’s license, automobile at their disposal, and a current
automobile liability policy with continuous coverage.
Experience: Entry-level experience using technology in a professional work
environment, with strong demonstrated competence and comfort working with
computers and modern workplace tools. Candidates should have experience
communicating professionally in a workplace setting through oral, written,
and other digital methods, along with at least one (1) year of experience
using Microsoft Office products in general and Office 365 specifically.
Knowledge, Skills, Abilities:
Skill in professional, compassionate, accurate communication (written,
spoken, and multi-channel: phone, text, chat, email, web)
Ability to operate cloud-based phone systems (call handling, transfers,
queue management, and messages/voicemail)
Ability to learn and use help desk/ticketing software effectively
Knowledge of modern workplace technology (including Office 365 and
Microsoft Teams)
Ability to quickly learn and apply State, Partner, and University policies
and controls when responding to customers
Knowledge of best practices for information security, privacy, and
confidentiality
Ability to work independently, take direction as needed, and maintain
professionalism in remote and on-site environments
Skill in creating clear, accurate written documentation of work/support
interactions
Applicants must be legally authorized to work in the United States on a
full-time basis without need now or in the future for sponsorship for
employment-based visa status.
Preferred Qualifications
Education: High School Diploma or GED
Experience: At least one year’s experience providing customer service in a
technology-centered environment. Experience working with human service data
and technical support.
Knowledge, Skills, Abilities:
Knowledge of customer support best practice in a technical environment
Skill with help desk software
Work Location
Location: Remote
Compensation and Benefits
UT market range: 07
Anticipated hiring range: 47,000
Find more information on the UT Market Range structure here
[https://hr.tennessee.edu/pay/market-ranges/]
Find more information on UT Benefits here
[https://hr.tennessee.edu/benefits/]
Application Instructions
Applications will be reviewed as received and interviews can begin as soon as 7
days from posting.
Interested individuals should provide the following:
Resume
Cover Letter
About The College/Department/Division
Since 1975, the Social Work Office of Research and Public Service (SWORPS) has
served as the community outreach arm of the University of Tennessee, Knoxville's
College of Social Work — partnering with public, private, and nonprofit
organizations across Tennessee and beyond. Our mission is to build partnerships
that leverage applied research, technology, and human connection to improve
lives, guided by a vision of thriving communities with improved outcomes for
all.
Now celebrating 50 years of impact, SWORPS continues to be guided by five core
values: Innovation, Access, Understanding, Collaboration, and Integrity. Joining
SWORPS means becoming part of a mission-driven team that bridges communities and
transforms lives — not just through our work with partner agencies, but through
hands-on community engagement across the state.
Our team — proudly known as "SWORPees" — is organized into divisions focused on
Applied Research & Evaluation, Field-Based Services, and Technology &
Development, all supported by a dedicated business office that keeps our
operations running smoothly.
Learn more about SWORPS and some of our programs and resources by visiting our
webpage: https://www.sworps.tennessee.edu/ [https://www.sworps.tennessee.edu/]
The University of Tennessee, Knoxville, has shaped leaders, changemakers, and
innovative thinkers since its founding in 1794. The university is home to more
than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold
the university’s tradition of lighting the way for others through leadership and
service.
UT Knoxville offers over 900 programs of study across 14 degree-granting
colleges and schools. As Tennessee’s flagship land-grant university, its
footprint spans the entire state. The university holds the highest Carnegie
classification for research activity and has deep partnerships with industry
leaders and the US Department of Energy’s largest multidisciplinary laboratory,
Oak Ridge National Laboratory.
The Knoxville campus serves and recruits for UT Knoxville, including the
Institute of Agriculture and the Space Institute, as well as the UT Institute of
Public Service.
UT Knoxville considers its employees its number one asset. With values that
focus on work-life balance, compensation, and innovation leadership, all Vols
are supported to advance professionally. Employees have access to career
development and coaching, continued education, and an extensive list of
development and training possibilities. The Volunteer employee experience
implements structures and practices to attract and retain top-tier talent,
fostering a strong staff community and supporting a culture of involvement and
engagement for everyone.
The university holds a strong commitment to its land-grant mission of learning
and engagement, with a tradition of service and leadership that carries that
Volunteer spirit throughout the state and around the world. It has been ranked
nationally as “Best Employer for New Graduates,” “One of America’s Best Large
Employers,” and “Best Workplace for Women,” and has been designated as “Best
Place for Working Parents” by Forbes Magazine.
Apply today and join the Tennessee Volunteer community!